Terms of Service

Last updated: April 2026

By accessing or using joolca.com.au (the "Site"), placing an order, or using any of our services, you agree to be bound by these Terms of Service. Please read them carefully. If you do not agree, please do not use the Site.

Joolca Pty Ltd ("Joolca", "we", "us", "our") operates this Site from Melbourne, Australia.

1. Changes to These Terms

We may update these Terms from time to time. Changes will be posted on this page with a revised date. By continuing to use the Site after changes are posted, you accept the updated Terms.

2. Products and Pricing

All prices are in Australian dollars (AUD) and include GST unless otherwise stated. We reserve the right to change prices at any time without prior notice. In the event of a pricing error, we reserve the right to cancel any orders placed at the incorrect price and will notify you promptly.

3. Orders and Payment

By placing an order, you are making an offer to purchase. Your order is confirmed when you receive an order confirmation email from us. We reserve the right to refuse or cancel any order at our discretion, including where stock is unavailable or where we suspect fraudulent activity.

Payment must be received in full before your order is dispatched. We accept the payment methods listed at checkout.

4. Shipping

We offer free domestic shipping on all orders above $149 AUD. Orders below this threshold may incur a shipping fee, which will be displayed at checkout. We ship from Melbourne, Australia.

Estimated delivery timeframes are provided at checkout and are indicative only. Joolca is not responsible for delays caused by carriers or circumstances outside our control.

5. 30-Day Trial and Returns

All Joolca products come with a 30-day trial. If you are not satisfied with your purchase for any reason, you may return it within 30 days of delivery for a full refund, including your original shipping costs. We will provide a prepaid return shipping label at no cost to you.

To initiate a return, please contact our support team via the Help section of our website. Items must be returned in reasonable condition.

This policy is in addition to, and does not limit, your rights under the Australian Consumer Law.

6. Warranty

All Joolca products come with a 2-year warranty against defects in materials and workmanship under normal use. To make a warranty claim, please contact our support team. We will repair, replace, or refund at our discretion, and you will not be out of pocket for any approved warranty claim.

Our warranty is in addition to the consumer guarantees provided under the Australian Consumer Law, which cannot be excluded.

7. Joolca Care (Extended Warranty)

Joolca Care extends your HOTTAP's standard 2-year warranty by an additional two years, giving you four years of coverage in total.

When purchasing Joolca Care, you must select the warranty that corresponds to the kit you own (Essential, Outing, or Nomad). If a warranty for a kit of lesser value is purchased, coverage will only apply to the items included in that kit. For example, if you purchase an Outing warranty for a Nomad kit, the pumping kit will not be covered.

The kit warranty level can only be adjusted within the first 30 days of purchase. No upgrades or difference payments will be accepted after this period when making a claim.

8. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

9. Limitation of Liability

To the extent permitted by law, Joolca's liability to you for any loss or damage arising from use of the Site or our products is limited to the amount paid for the relevant product or service. We are not liable for any indirect, incidental, or consequential loss or damage.

Nothing in these Terms excludes or limits your rights under the Australian Consumer Law.

10. Intellectual Property

All content on this Site, including text, images, logos, and product designs, is owned by or licensed to Joolca and is protected by Australian and international intellectual property laws.

You may view, print, or download content from the Site for your own personal, non-commercial use only. You may not reproduce, distribute, or use any content from this Site without our prior written consent.

11. User Submissions

If you submit any content to us, including reviews, photos, or videos ("Submissions"), you grant Joolca a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display those Submissions for any purpose, including marketing and promotional use. You retain ownership of your Submissions but will not receive compensation for their use.

12. Monthly Raffle Giveaway

By entering the Joolca Monthly Raffle Giveaway, you agree to the following terms.

12.1 Eligibility

Entry is open to all individuals aged 18 years or over. No purchase is necessary to enter. Entrants must provide their own personal email address. Optional additional entries are available by providing a mobile number or by following Joolca on Instagram.

12.2 How to Enter

The raffle commences on the 5th day of each month and concludes on the 5th day of the following month. This is an ongoing monthly raffle. Entrants are included in the draw for three consecutive months from the date of entry. After this period, they will be removed from the draw and may re-enter via the entry form for the following three months.

12.3 Prize

There will be one prize draw per month and one winner. The prize consists of one package as advertised at the time of entry. The prize cannot be exchanged for cash or an alternative product. Joolca reserves the right to substitute a prize of equal or greater value where required.

12.4 Winner Selection

The winner will be selected at random from all eligible entries. The winner will be contacted by email within 7 days of the draw date. If the winner does not respond within 72 hours of being contacted, the prize will be re-drawn from the remaining eligible entries.

12.5 Right of Refusal

Joolca reserves the right to remove any entrant from the raffle at any time and for any reason. Affected entrants will be notified by email.

12.6 General

Joolca reserves the right to modify, suspend, or cancel the raffle at any time with reasonable notice. This promotion is in no way sponsored, endorsed, or administered by Instagram or any other third party platform.

13. Competitions and Promotions

From time to time Joolca may run competitions, giveaways, or promotional offers through the Site or our social media channels. Each competition or promotion will be subject to its own specific terms and conditions, which will be published at the time of the promotion. In the absence of specific terms, the general conditions in Section 12 apply where relevant.

All competitions and promotions run by Joolca are conducted in accordance with applicable Australian laws, including the relevant state and territory regulations governing trade promotions.

14. Text and SMS Marketing

By providing your mobile number at checkout or via a subscription form, you agree that Joolca may send you text message notifications relating to your order (including abandoned cart reminders) and marketing offers. We will not send more than 10 marketing messages per month.

You may opt out at any time by replying STOP to any message from us. Your consent to receive text messages is not a condition of purchase.

Joolca handles all SMS communications in accordance with the Australian Spam Act 2003 and the Do Not Call Register Act 2006.

15. AI-Powered Services

Our Site may use AI-powered tools such as chatbots and automated customer support systems. By using these services, you agree to interact with them appropriately and not to attempt to manipulate or exploit them.

While we aim for accuracy, AI responses may not always be complete or correct. Please verify any information obtained from our AI tools before relying on it for any decisions.

16. Account Access

Your right to access the Site is personal and non-transferable. Any account credentials or access rights granted to you may only be used by you. We reserve the right to verify your account details, including your name and address, by contacting you via email.

17. Site Content and Modifications

We reserve the right to edit, update, or remove any content on the Site at any time without notice, including these Terms. It is your responsibility to review these Terms periodically.

18. Privacy

We collect and handle your personal information in accordance with our Privacy Policy, which forms part of these Terms. By using the Site, you consent to our collection and use of your information as described in our Privacy Policy.

19. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes arising from these Terms or your use of the Site will be subject to the exclusive jurisdiction of the courts of Victoria.

20. Contact Us

If you have any questions about these Terms, please contact us via the Help section at joolca.com.au.